Senior Manager, Technical Support

Описание вакансии

Join Axon and be a Force for Good.

At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Location: Peachtree Corners, GA, United States (Greater Atlanta Area)

Reports to: Sr. Director, Global Support

Direct Reports: 15, with 1-2 Team Leads

Our mission is to protect life.

We’re out to make the world a safer place by solving big problems and taking on the public safety challenges of our time. From our company's inception building the TASER to a full suite of hardware and software solutions, we are focused on providing police agencies with state-of-the-art devices and services they need to successfully serve and protect us. In the next few years, we're going to eliminate the burden of paperwork in policing, so officers can increase the time they spend building relationships and serving in their communities. We’ll put video at the heart of police records so our justice system can get to the truth faster. And we won't stop innovating until the bullet is rendered obsolete.

It’s a big mission, but it’s one we’ll pursue relentlessly every single day.

**Your Impact**

As the Sr. Manager of Technical Support, you will be instrumental in elevating and scaling our world class Tier 1 Technical Support Team. We aim for excellence, and you will play a key part in driving team performance in support of this goal, while mentoring and coaching our team leads, spearheading process-improvements, and implementing AI solutions that tranform the way we work.

What You’ll Do

Operations Leadership:

• Lead technical support representatives and team leads, providing guidance, training, coaching and professional development
• Drive functional KPI performance in accordance with department and corporate targets.
• Ensure escalations reach an effective resolution. This may entail coordinating with and working with other departments, including sales, customer success and accounting to resolve issues.
• Analyze, manage, and implement performance metrics, scorecards, and reporting to assess team and individual performance.

Quality Assurance, Training, and Process Improvement:

• Review top issues & trends from Salesforce, JIRA, and other systems to identify opportunities for improvement & training
• Collaborate with training team and senior department leadership on QA and Training strategy to ensure program effectiveness
• Identify areas of improvement and lead process optimization initiatives to enhance efficiency and customer satisfaction.

Customer Experience and Advocacy:

• Analyze and understand customer needs based on survey feedback, call monitoring and LLM analysis
• Demonstrate excellent project management skills and partner with internal groups including Customer Success, PSO, and Sales to ensure a superb customer experience.
• Collaborate with product and development teams to relay customer feedback and influence bug/defect and feature request strategies
• Develop and implement strategies to elevate the customer experience and improve CSAT/NPS

Team/Work Force Management:

• Recruit, train, and motivate a high-performing team, fostering a culture of collaboration and accountability.
• Provide regular feedback, performance evaluations, and support to team members.
• Manage team schedules, real-time adherence, and other WFM duties.

What You Bring

• Embodies an #OWN IT mindset when it comes to helping customers and solving complex problems
• Demonstrates an AI-first approach to solving business problems and an LLM super-user
• Excellent verbal and written communication skills
• Proficient with Windows operating systems, mobile devices and cloud-based solutions
• Strong comprehension of internet networking & routing, hardware and software troubleshooting
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

**Preferred Qualifications**

• 5-7 years’ leadership experience in an inbound technical support environment
• Thorough knowledge of contact center technology (Cloud phone systems, CCaaS, CRM, ERP, WFM Suites)
• Bachelor’s degree in a technical field is preferred or equivalent work experience
• Experience in an IoT (hardware/software/network), big tech, or telematics company highly preferred
• Knowledge of 12V wiring, circuitry, and connected technology is a plus
• Strong written and verbal communication skills and executive presence required

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Paid time off
• Robust parental leave policy
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs
• And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work

Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at axongreenhousesupport@axon.com or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice.

Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.

Phishing alert:  Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process.  All legitimate job openings are listed on our official careers page at https://www.axon.com/careers.  If you receive a suspicious offer or outreach from an email address that is not @axon.com, or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to recruitingops@axon.com.